AccountId: 011433970860
ContactId: 5c4cbcb3-adcd-41e6-b811-efb1225da469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148339 ms
Total Talk Time (AGENT): 89249 ms
Total Talk Time (CUSTOMER): 39859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/5c4cbcb3-adcd-41e6-b811-efb1225da469_20250521T18:28_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting STL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, a member just had a newborn, so I was seeing, um, what the newborn benefits were under this policy.
[AGENT][NEUTRAL] Yes, of course, I can look that up. And whom am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It's gonna be 02389025.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, so mom is gonna be [PII], [PII].
[AGENT][POSITIVE] I do appreciate that. Uh, is there a callback number I can have in the then that disconnect?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, yes, so my direct line is gonna be [PII].
[AGENT][NEUTRAL] I do appreciate that. Thank you. The policy went into your personal. The policy went into back on [PII]. It is active now for the new borrowed benefits you were asking me about.
[AGENT][NEUTRAL] Um, what we will do, uh, is we will pick up the deductible, co-payment or co-insurance for, um, inpatient hospital with the birth, um, and the, the nursery, that sort of thing, up to $2000 per calendar year. Um, that's just a verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Uh, and then, um.
[AGENT][NEUTRAL] If, um, you know, once, once we go into regular, uh, visits and things like that, um, the outpatient services are also $2000 per calendar year and that includes treatment within a physician's office, um, uh, durable medical labs, that sort of thing, again, just the verification of it with him, but that's what we will do for you. It's the same benefits as they have for each of the other members.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else at all that I can tell you about this uh
[AGENT][NEUTRAL] Right about the secondary insurance, anything else that we're just in the claims, anything at all?
[CUSTOMER][NEUTRAL] Uh, nothing right now. Uh, if I could get a reference number for this call though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is K as in [PII], and we're gonna use that in today's date as our.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] [PII], thanks for contacting me too. Have a good day.